InvGate Service Desk

Who Uses InvGate Service Desk?

Medium and large organizations. Private enterprises, Government Agencies, Non-Profit Organizations, and Educational Institutions rely on InvGate Assets on a daily basis to meet their ITSM needs.

What Is InvGate Service Desk?

InvGate Service Desk is a web-based ITIL ready solution with an unprecedented user interface. Offering Incident, Problem, Change, Asset & Knowledge processes. Service Desk provides unmatched collaboration between users, powerful automation & smart ticket management. Multi-tenant cloud-based SaaS or On-Premise implementation. 100% code-free configuration, drag-and-drop graphical workflow builder, business analytics reporting, custom dashboards, SLAs, email ticketing and Gamification.

InvGate Service Desk Details

InvGate

http://www.invgate.com

Founded 2004

InvGate Service Desk Pricing Overview

InvGate Service Desk does not have a free version but does offer a free trial.

InvGate Service Desk video
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Free Version

No

Free Trial

Yes

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

InvGate Service Desk Features

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management

View full list of IT Service Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Software

InvGate Service Desk Alternatives

More InvGate Service Desk alternatives

InvGate Service Desk Reviews

Showing 5 of 71 reviews

Overall
4.6/5
Ease of Use
4.7/5
Customer Service
4.7/5
Features
4.4/5
Value for Money
4.5/5
Andrés camilo G.
IT Manager Authorized Distributor at ESET Colombia
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 14/02/2019

"This the best Helpdesk cloud based software"

Comments: We were a company which, being a provider of IT services, presented many problems associated with the service to our external clients, which is why after defining a strategy for the implementation of a help desk. After evaluating several solutions from the market, we made the decision to use Invgate Servicedesk since in addition to being aligned with ITIL, it allows the implementation of a service table in a quick and friendly way, the reports are quite detailed and the best is the gamification.

Pros: Currently we are working to relaunch our help desk, because after the good reception of the clients we saw the need to adjust several additional options of the product.

Cons: No Mobile App available for the users Android and IOS

  • Reviewer Source 
  • Reviewed on 14/02/2019
Windy H.
Senior Technical Program Manager
Computer Software, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 24/06/2020

"Stunningly beautiful yet powerful!"

Comments: We wanted a Service Desk solution that is easy to use and yet can accomodate complex workflow, InvGate Service Desk can answer all of these.
I have used ServiceNow & Heat, those products are very verbose in terms of wording. InvGate SD is concise less word but more to usable actions.
I would recommend this highly to other people looking for ITSM solution.

Pros: - Easy to setup and easy to understand on daily usage, the relations between grouping, help desk and catalog is superb.
- Query builder is the one I like most, consistency across the system, you learn once and you can use similar familiar query.
- Gamification is fun!

Cons: Built-in integrations to other platform or service is somewhat rather limited. But workaround for webcall and inbound API is welcome.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 24/06/2020
Greg D.
Assistant Director of Database Services
Primary/Secondary Education, 501-1,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 16/06/2017

"InvGate Service Desk Review"

Comments: InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to fix these, it could be a pretty great product.

Pros: Affordable
Easy to setup
Ability to use variables when creating a ticket
Ability to add observers and collaborators to a ticket
Easy to do things like reassign and escalate

Cons: No Due Date field unless you use SLAs
No ability to delete a comment or edit a comment
If you add a comment before selecting Solve (which ultimately closes the ticket), you have to enter your solution again and select Solve for your solution to show up as the resolution
If you added a comment to a ticket when the owner has an out of office notification turned on in their email, the out of office email would create a new ticket
When printing out a lit of tickets for a user, the font is so small, it's hard to read. Took me a while to come up with a roundabout way to do it so that it was easily readable.
Each comment in a ticket doesn't have the day and time the comment was made. You get more general time stamps like "14 hours ago", "2 weeks ago", or "a month ago". Would be useful to know the date and time so that you can tell if something was done at the end of the day or the beginning.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 16/06/2017
Verified Reviewer
Product Manager
Warehousing, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 23/10/2019

"Service Desk has made our support manageable"

Comments: Despite it not being perfect, Service Desk has changed our support queue from being unmanageable to having everything tracked in one place, with time stamps and a request is never missed. Setup could be easier, but once complete, I would highly recommend this to a company looking to streamline their end-user support.

Pros: -Very good end-user experience
-Never miss a request
-Integration with JIRA
-Application integration (widgets)

Cons: -Setup is tedious
-Getting the correct permissions for all agents/users is a frustrating experience
-Somewhat confined to canned reports with little customization

  • Reviewer Source 
  • Reviewed on 23/10/2019
Cristian M.
IT Manager
Hospital & Health Care, 10,000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 13/11/2019

"Service Desk Invgate"

Pros: It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure

Cons: it would be missing that the entry of the initial information of the users in the requirements is improved

  • Reviewer Source 
  • Reviewed on 13/11/2019